For the public

Make a complaint

Our job as regulator is to help you if you've experienced problems in a number of specific areas. For example, if you have a complaint about:

  • the promotion or advertising of a service - for example the cost of the call wasn't stated, or misleading claims were made in the promotion
  • the actual content of a service - for example you came across offensive content or the service was unnecessarily long - and therefore expensive or,
  • the way the service was operated - for example a prize was promised but wasn't delivered, or the operator didn't stop a paid service when they said they would.

Then you can contact us either to make a formal complaint or to get advice by:

  • completing our online complaint form
  • calling our free help line on 0800 500 212 (open 0800-1800 Monday to Friday)
  • writing to us at PhonepayPlus, Freepost, WC5468, London SE1 2BR
  • texting through our textlink on 020 7407 3430

Click here to learn how to log a complaint.

Click here to find out what happens next.